Business Analyst, ServiceNow

Job Description

We are seeking a motivated and detail-oriented ServiceNow Business Analyst with expertise in ITSM to support our team. The business analyst will follow the requirements from ideation until post-implementation & operationalization, elicit, document, & manage the scope definition (business objectives, business needs, business and technical requirements, and business rules). The focus of the business analyst will be on the ITSM and SPM functionalities and processes with the goal of benefiting from the ServiceNow out-of-the-box functionalities and optimizing the utilization of the platform.

You'll Have the Opportunity To:

• Collaborate with stakeholders to gather and analyze business requirements related to ITSM and SPM functionalities.
• Design, configure, and implement solutions in the ServiceNow platform to meet business needs.
• Conduct testing and validation of implemented solutions to ensure accuracy and functionality.
• Assist in documenting processes, procedures, and best practices related to ITSM & SPM processes within ServiceNow.
• Participate in training sessions and knowledge transfer activities for end users and team members.
• Stay updated with industry trends and best practices in ITSM, SPM, and ServiceNow to propose innovative solutions.
• Documentation: Create and maintain documentation related to ServiceNow configurations, processes, and procedures.
• Stay updated with ServiceNow releases, trends, and industry best practices to drive continuous improvement and innovation.
• Proficiency in ServiceNow platform capabilities such as Incident Management, Change Management, Problem Management, Service Catalog, and Reporting.

You Will Thrive in This Role If You Have the Following Skills and Qualities:

• Bachelor's degree in computer science, information technology, or related field.
• Strong analytical skills with the ability to gather and interpret business requirements.
• Design and configure solutions within ServiceNow to meet business requirements, ensuring alignment with best practices and platform capabilities.
• Excellent communication skills to collaborate with stakeholders and convey technical concepts effectively.
• Ability to work independently and in a team environment, managing multiple tasks and priorities effectively.
• Certification in ServiceNow (e.g., Certified Implementation Specialist) and familiarity with ITIL framework would be an asset.
• 5+ years of experience working as a business analyst or equivalent.
• 5+ years of working within ServiceNow, with a strong understanding of ITSM and SPM (Strategic Portfolio Management) modules.
• Strong understanding of IT resources and configuration management principles.
• Data analysis and reporting skills.
• Problem-solving and troubleshooting capabilities.
• Technical documentation skills.
• Knowledge of network protocols, devices, and infrastructure components is an asset.
• SPM (Strategic Portfolio Management) knowledge is an asset.
• Project management experience and familiarity with Agile methodologies is a plus.
• Customer-focused.
• The following certifications would be considered an asset:
• Certified System Administrator (CSA) in Service Now
• ServiceNow Implementation Specialist
• ITIL V4

We value diversity and strive to create an inclusive workplace where every employee feels like they belong, can grow, and find meaning.

At BRP, we offer a comprehensive benefits package, including an annual bonus, generous paid time away, pension plan, collective saving opportunities, industry-leading healthcare, flexible work schedule, summer schedule, holiday season shutdown, educational resources, discount on BRP products, and more.